Brenda Santos
McClellandTown,PA
Summary
Proven leader and customer service expert, adept at reducing operational costs by over 20% at Taco Bell through strategic process improvements. Skilled in fostering team collaboration and enhancing customer satisfaction. Demonstrates exceptional multitasking and communication abilities, ensuring efficient court operations at Bullhead City Municipality Court.
Personable and upbeat with excellent communication and organizational skills, ensuring smooth guest experiences and efficient table management. Knowledgeable about providing exceptional customer service and multitasking, while handling reservations and seating arrangements. Dedicated to creating welcoming atmosphere and enhancing overall guest satisfaction.
Overview
2025
2025
years of professional experience
Work History
Hostess
El Palacio Mex Rest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Answered phone calls to take orders, give information and document reservations.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Seated patrons based on guest preferences and seating availability.
- Backed up servers by checking on tables and retrieving items for guests.
- Provided patrons with estimated waiting times during peak service hours.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Delivered pick-up and curbside orders to guests.
- Advised customers about special offerings and menu items to help drive sales.
Manager
Taco Bell
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
Cashier
McDonald’s
04.2023 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Cashier/Stocker
Kmart
08.2018 - 12.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
Court Clerk
Bullhead City Municipality Court
06.2004 - 08.2004
- Provided assistance to attorneys and court personnel in courtroom
- Maintained organized filing systems for easy retrieval of case files and supporting documentation.
- Maintained court dockets and updated disposition of cases after court hearings and trials.
- Increased court efficiency by processing legal documents and maintaining accurate case records.
- Managed confidential information securely, upholding the integrity of the court system.
- Answered telephone calls, took messages and transferred calls to appropriate colleagues.
- Prepared court documents for filing in alignment with established protocols to support compliance.
- Assisted court in scheduling hearings, meetings and other events to support seamless operations.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Prepared court orders and judgments for signature.
- Strengthened public trust by providing exceptional customer service to individuals seeking assistance or information about their cases.
- Maintained and updated electronic databases to accurately and securely store court documents.
- Ensured timely resolution of cases with accurate scheduling and coordination of hearings, trials, and conferences.
- Contributed to a positive work environment by collaborating effectively with colleagues and legal professionals.
Education
Mahave High School
Bullhead City, AZSkills
- Effective multitasking
- Phone etiquette
- Customer service expertise
- Greeting guests
- Exceptional communication
- Interactive communication skills
- Cleaning and sanitation
- Payment processing
- Complaint handling
- Guest complaint resolution
- Server support
- Upselling
- Performance improvement
- Restaurant operations
- Dining room oversight
- Positive and professional
- Calm demeanor
- Effective customer upselling
- Multitasking
- Warm and friendly
- Attention to detail
- Flexible and adaptable
- Team player
- Reliable and trustworthy
- Active listening and communication
- Teamwork and collaboration
- Cultural awareness
- Active listening
- Customer-oriented
- Multitasking Abilities
- Conflict and complaint resolution
- Order taking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Cashier
McDonald’s
04.2023 - Current
Cashier/Stocker
Kmart
08.2018 - 12.2018
Court Clerk
Bullhead City Municipality Court
06.2004 - 08.2004
Hostess
El Palacio Mex Rest.
Manager
Taco Bell
Mahave High School
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